School Support Help Desk Specialist

Connections Academy
Baltimore, MD
Jun 19, 2017
Jun 21, 2017
Full Time
Company Summary:Founded in 2001, Connections Education is a leading provider of high-quality, highly accountable online education solutions for schools, school districts, and students in grades K12. It serves families and schools with a variety of digital learning and online school solutions including Connections Academy, International Connections Academy, and Pearson Connexus. In 2017, Connections Education brings full-time online and blended school to 65,000 students across the US and abroad, and delivers online courses to over 340,000 students. In total, over 400,000 students in the US and 48 countries will receive online learning from Connections Education in 2017. Connections Education is based in Baltimore, Maryland and was named a Top Workplace by the Baltimore Sun for the third consecutive year and a 2013 Best Place to Work by Baltimore magazine. Regularly recognized for its outstanding curriculum and leadership, Connections Education is committed to expanding quality education through technology, and helping students achieve both academic and personal success. Connections Education is part of the global education company, Pearson. Position Summary:Working remotely from a home office, or from our corporate office in Baltimore, MD, the School Support Help Desk Specialist serves as part of a team dedicated to providing Connections Education school employees with exceptional support and training. All members of the Academic Training and Support Services Team help facilitate the ability of school-based employees to enhance the educational experience of students. The School Support Help Desk Specialist provides consistent, professional, courteous, and complete support for all school-based staff, corporate staff, and customers, by handling inbound calls to the School Support Help Desk and assisting our staff and customers to evolve their understanding of our program and Education Management Systems (Connexus and Connexus EMS). The School Support Help Desk Specialist will be responsible for answering inbound calls throughout their daily shift from 11:00 am EST 8:00 pm EST and monitor agent activity in the evenings. Calls often require research and follow up to fully resolve the issue. Research is aided by prior experience, SalesForce call flows, Connexus Help, Guides, and other materials. The School Support Help Desk Specialist is responsible and held accountable for finding answers to callers' questions and facilitating resolution of an issue. We cover a wide range of issues to be handled, including, but not limited to, Connexus, GradPoint, Chiron, Pearson Connexus, SYC, Data, and school procedures. This is a temporary position. The School Support Help Desk Specialist will take on various other tasks as assigned by Leadership.Responsibilities:Handle inbound calls professionally, accurately, consistently, and efficiently;Work to problem solve issues that are called in or assigned, until the issue is resolved.Transfer inbound calls to the appropriate staff when applicable;Work with IssueAware tickets (those assigned and those created), SalesForce, and other programs as needed to track and resolve issues;Develop and maintain an in depth expertise in Connexus, GradPoint, Chiron, Pearson Connexus, third party resources, and school year cycle tasks to support teachers and school staff;Complete various projects such as meeting presentations or customer service training reviews as defined by Leadership;Work collaboratively as a member of the Academic Training and Support Services team, with schools and other corporate departments such as Instructional Program Development, Connexus Management, Software Development, and Operations Departments; andOther duties as assigned.Degree in Education, Education Technology, or a related field requiredPrior experience working within a Connections Education supported school or programFamiliarity with the Connections Education Management System (Connexus(R), GradPoint, or Connexus EMS)Exceptional phone manners and customer-service skillsClear verbal and written communicationsEffective and consistent interpersonal skillsPositive attitude with a customer-focused approachHigh degree of adaptability and flexibilityCommitment to a regular schedule with hours from 11:00 am EST 8:00 pm EST following break protocols as outlined by the employee handbook.Demonstrated ability to work well in fast-paced environmentAbility to multi-task and respond to changeTeam player track record and commitment to a group-oriented approachTechnologically proficient (especially with Microsoft OS and MS Office and programs)Help Desk queue agent experience is preferred.